Service Delivery Analyst

Role Overview

• The primary purpose of this role is to deal with customer IT incidents and requests via telephone, email or onsite visits.
• The emphasis is on providing a high level of customer service and solutions in a timely manner that meet the needs of our users and the department’s objectives.
• User satisfaction is of paramount importance, be that by providing a first-time fix solution or by appropriately assigning the ticket to the correct resolving team, post effective triage.
• The role is part of a 24 by 7 support helpdesk.
• The role involves working in a busy team, providing 24 by 7 support for a global user base.
• The role would ideally suit someone who has experience working in or has exposure to a global support helpdesk, with experience of working within a technical support role.
• Customer focus, problem solving, listening skills, and an advanced to proficient level of English writing and speaking.

Requirements

• A good understanding of general IT infrastructure, to assist with triage activities
• Microsoft Windows 10 and Windows 11
• Microsoft Office365 package
• Installing Operating Systems (OS) on machines / imaging machines
• Experience of building machines via Autopilot
• Able to add a printer onto a server
• Able to adjust screen settings / desktop settings such as screen resolution
• Able to set up a dual monitor/docking station
• Strong knowledge of utilising MS Office in a day-to-day environment
• Can troubleshoot common MS Office errors
• Can repair / reinstall the MS Office suite of applications.
• Experience in basic remote access solution implementation and support
• Trouble-shooting hardware on laptops, desktops & printers
• Experience in using and managing accounts via Active Directory
• Can create and maintain user account / distribution lists
• Good knowledge on how to support handheld devices / mobile phones
• How to add a PC to a collection to install software
• Working experience of the ITSM toolset: ServiceNow
• Experience in Office365
• Knowledge of Active Directory
• Knowledge of Azure
• Knowledge of and how to trouble-shoot TCP/IP and DHCP issues
• Have previously used Monitoring Tools and understand how to assess alerts correctly
• Use of ERP application experience (D365, SAP, Oracle, CRM, Salesforce, etc.)
• Basic Database understanding – SQL, Access, MySQL, MSSQL
• Knowledge of Power BI, Power Apps, Power Automate (Flow)
• 3+ years working experience in an IT Service Desk or Helpdesk role.
• Qualified up to ITIL Foundation level or a graduate with a relevant IT degree.
• Excellent written, verbal, and presentational skills
• Excellent organizational skills.
• Excellent customer facing and customer service skills.
• Delivery and quality service focused.
• Natural interest in IT and technology.
• Must demonstrate a methodical and clear approach to troubleshooting problems as well as being able to make use of existing solutions.
• Professional, polite, able to work under pressure.
• Excellent communications skills
• good listener, calm manner
• Collaborative and a team player
• Ensures delivery of exceptional service to clients.

Tech Stack

• Azure
• ERP
• ITSM
• MySQL
• Oracle
• ServiceNow
• SQL
• TCP/IP